Endpoint Technician Office of Technology and Information Services

$60,277 - $60,277/Yr

Harford County Public School - Bel Air, MD

Full-time - Entry Level

Bel Air, MD

About the position

The Endpoint Technician position within the Office of Technology and Information Services at Harford County Public Schools (HCPS) is a critical role that involves providing specialized hardware support and repairs in a networked environment. Under general supervision, the technician will utilize their technical knowledge and skills to troubleshoot and resolve various hardware, software, and communication issues that arise on HCPS' endpoint systems, including connected peripherals. This position requires a proactive approach to investigating, analyzing, and resolving problems, ensuring that all endpoint systems function optimally to support the educational environment. The technician will be responsible for performing complex hardware repairs and maintenance on a wide variety of technology-based devices. This includes providing advanced technical assistance, evaluating existing systems for upgrades, and customizing endpoint systems based on the needs of users or the district. The role also involves managing incoming work order requests, utilizing client management tools for diagnostics, and installing new computer systems and other endpoint devices for users. Additionally, the technician will be tasked with maintaining large-scale display solutions, collaborating on larger upgrades, and documenting the progress of projects. A key aspect of this role is maintaining high standards of customer service while assisting users with their technology needs. The technician will also be responsible for inventory management, ensuring compliance with IT standards, and collaborating with outside vendors for equipment maintenance and repair. The position requires a commitment to staying informed about industry trends and new technologies to effectively support the HCPS community.

Responsibilities

• Investigates, analyzes, and resolves hardware, associated software, and communications problems on HCPS' endpoint systems including connected peripherals.
• Performs complex hardware repairs and maintenance on a wide variety of technology-based devices.
• Provides advanced hardware technical assistance and support; troubleshoots and resolves system hardware, software, audio/video, and communications failures and conflicts.
• Evaluates existing endpoint system's hardware and performs systems upgrades; customizes and tests endpoint systems based on customer or district needs.
• Evaluates and prioritizes incoming work order requests for assistance, updating tickets with accurate and timely status.
• Utilizes client management tools for diagnostic and deployment of hardware and software assets.
• Installs, integrates, and configures new computer systems and other endpoint systems for users.
• Repairs/maintains large scale display solutions, including interactive panels and boards.
• Collaborates and assists with larger upgrades and installations of new hardware and software.
• Reviews, prioritizes, and processes problem reports; documents the progress of projects and maintains accurate records of repair and preventative maintenance performed.
• Performs inventory management via physical inventory and tagging of all endpoint systems.
• Remains knowledgeable with industry trends and new technologies.
• Collaborates and assists with outside vendors for installation, maintenance, and repair of technology-related equipment as assigned.
• Assists in monitoring the compliance of end-users of HCPS' IT environment with standards, integrity controls, policies, and procedures.
• Maintains a high quality of customer service standards in dealing with and responding to inquiries.
• Transports and unpacks endpoint systems and peripheral devices.
• Performs other work-related duties as assigned.

Requirements

• High school diploma or GED required with a minimum of two years' experience directly related to the duties and responsibilities specified or one year internship with the HCPS Office of Technology.
• A+ certification preferred.
• Working knowledge of the most current version of Microsoft's enterprise operating systems and Office suite.
• Extensive knowledge of endpoint hardware and wired/wireless networking utilizing TCP/IP.
• Experience with a client/server management tool.
• Applies technical knowledge of electronics principles in determining equipment malfunctions and applies skill in restoring equipment operation or makes recommendations to replace equipment if expected cost to repair exceeds possible replacement cost.
• Able to run and crimp category 5e/6 cabling, terminate into RJ45 jacks, and repair RJ45 data drops.
• Able to work independently or as a member of a team.
• Excellent verbal and written communication skills; able to work effectively with a wide range of customers of diverse backgrounds and varying technical knowledge.
• Possess excellent organizational skills; able to assess priorities and plan work schedules on a day-to-day basis.
• Physically able to perform the essential functions, with or without reasonable accommodations, of the everyday responsibilities including lifting, carrying, pushing, pulling materials up to 50 pounds, and the ability to climb ladders more than 15 feet.
• Must hold and maintain a valid class C driver's license.
• Able to work after hours and on weekends as required.

Nice-to-haves

• Experience with advanced troubleshooting techniques for audio/video systems.
• Familiarity with educational technology and its application in a school environment.

Benefits

• Medical insurance
• Vision insurance
• Dental insurance
• Life insurance
• Retirement savings plan
• Pension
• Paid time off
• Professional development opportunities
• Employee assistance programs